House & Volunteering Manager

Purpose of Role

Lead volunteer recruitment, training, engagement and retention, and design and deliver volunteer-led activities that support front-of-house operations.

Act as one of the venue's primary Duty Managers, ensuring the safe, efficient and customer-focused delivery of performances and events, including shift operations, staff supervision, health and safety, and on-the-day decision-making.

Act as the FOH Accessibility Champion, working with the Arts Theatre Accessibility Coordinator to embed accessibility-aware processes across all front-of-house activity and operational workflows.

Key responsibilities

Strategy and Planning:

• Volunteer strategy: Develop and implement volunteer recruitment, retention and development plans aligned with the venue's programme and community objectives.
• Accessibility strategy: Work with the Arts Theatre Accessibility Coordinator to set FOH accessibility priorities and embed inclusive practice across operations.

Programme Development:

• Design and deliver volunteer-led activities and community outreach initiatives that support performances, fundraising and audience engagement.

Operational Leadership:

• Oversee front-of-house readiness for performances and events, setting standards and processes to ensure a consistent, high-quality customer experience.
• Act as one of the venue's Duty Managers, taking overall responsibility for venue operations, safety, crowd management and customer experience during duty shifts.
• Act as main point of contact for planning and delivery of all Creative Learning & Engagement tours and events.

Duty Management & Venue Operations:

• Make operational decisions on the night, manage incidents, liaise with performers and contractors, and ensure compliance with licensing and health & safety requirements.
• Serve as a key holder and emergency call-out where required.

People Management & Development:

• Lead recruitment, selection and onboarding for volunteers and casual front-of-house staff, including DBS checks where required.
• Deliver induction programmes, role-specific training and accessibility awareness training; design development pathways and recognition schemes to drive retention.
• Create and maintain rotas and scheduling systems aligned to performance timetables and staffing capacity.

Volunteer Engagement & Events:

• Run briefings, feedback loops and recognition programmes; plan and deliver social, training and appreciation events for volunteers.
• Coordinate volunteer involvement in community outreach and fundraising activities.

Partnerships, Suppliers & Contractors:

• Coordinate box office handovers and event readiness with the Theatre Manager; liaise with contractors and suppliers to resolve on-the-night issues and report building defects as required.

Administration, Reporting & Insight:

• Produce regular reports on volunteer metrics, accessibility outcomes and front-of-house performance; assist with reconciliation and administrative tasks.
• Use volunteer feedback and operational data to recommend improvements to FOH processes and accessibility provision.

Safeguarding & Compliance:

• Support licensing, safeguarding and incident reporting; ensure adherence to health & safety and licensing regulations in FOH activity.

Continuous Improvement:

• Audit front-of-house accessibility provision, recommend and implement improvements, and lead initiatives to improve operational efficiency and inclusivity.

Role profile

Qualifications:

• Desirable: First Aid, SIA or equivalent, health & safety training, safeguarding training.
• DBS check required where the role involves contact with vulnerable people.

Experience:

• Experience in live events, theatre or hospitality environments, including front-of-house or duty management.
• Experience recruiting, training and managing volunteers or community groups.
• Knowledge of accessibility standards and reasonable adjustments in public venues.

Skills & Knowledge:

• Leadership: Confident supervising staff and volunteers with a collaborative, supportive style.
• Accessibility expertise: Practical knowledge of access needs and inclusive practice.
• Volunteer management: Proven ability to recruit, train and retain volunteers and run recognition programmes.
• Communication: Clear, calm communicator with strong customer-service focus and the ability to handle challenging situations.
• Organisation: Strong planning, scheduling and administrative skills; comfortable managing rotas and reporting.
• Problem solving: Decisive under pressure with a pragmatic, safety-first approach.

Behaviours & Attributes:

• Customer-first mindset and strong attention to detail.
• Resilient and decisive in fast-paced live-event environments.
• Collaborative and inclusive, committed to accessibility and safeguarding.

KPIs and working conditions:

• KPIs: Volunteer retention rate; number of trained accessibility champions; on-the-night incident rate; customer satisfaction scores; timely completion of rotas and reports.
• Reporting: Regular updates to the Theatre Manager and monthly volunteer/accessibility reports to senior management.
• Working pattern: Flexible hours including evenings and weekends; on-call for events as Duty Manager.
• Development: Opportunities to lead accessibility projects, develop volunteer pathways and shape community engagement strategy.

Terms and conditions:

Salary range: £29,000 to £31,500 per annum

Hours of Work: An average of 35 hours per week excluding an unpaid lunchbreak.

Holiday entitlement: 25 days plus statutory bank holidays.

Pension: The Theatre offers an auto-enrolment pension scheme.

Please send CV's and a short covering letter by an email via the button below.

If you have any questions about the role please contact:

Closing date for application is 5pm on Tuesday 28th April 2026.

Interviews will be held week commencing Monday 4th May 2026.